METHOD AND SYSTEM FOR DECIDING AGENT OCCUPANCY RATE IN CALL CENTER

摘要

PROBLEM TO BE SOLVED: To allow a measured value to be much more reflected by an actual job load on an agent by configuring the title system with a means storing one value characterizing part of decision of an occupancy rate measurement value of an agent and a means that generates the occupancy rate measured value of the agent on the basis of the value. SOLUTION: A call center has a capability of calculating an occupancy rate measured value of a set of prescribed agents. This occupancy rate calculation function is executed by using one element or over in an automatic call distribution system 101 like an agent selector 150. A memory 115 relating to the call center stores one value or over characterizing decision of the occupancy rate measured value of one agent or a set of agents. The stored value is used to generate the occupancy period measured value of the agent. Thus, the measured value of the occupancy rate is much more reflected on an execution job load on the agent.